Joma Jewellery & Katie Loxton is a UK-based fashion and retail company focused on jewellery and accessories for gifting and personal expression. Founded by Katie and Geoff Loxton in 2008, it designs collectible pieces such as its ‘A Little’ bracelets, alongside personalized vegan-leather handbags and home fragrances. The range pairs accessible pricing with gift-ready design, and is designed in the UK and produced globally. The company’s hiring context is not detailed in the available profile.
Customer Experience Specialist (Fixed-Term Contract) – Joma Jewellery & Katie Loxton
Support Joma Jewellery and Katie Loxton customers by phone, email and webchat, processing refunds and resolving service issues. Coordinate with ecommerce and operations teams in a predominantly remote role with monthly visits to the Banbury office.
Description
- Provide daily customer support by phone, email and webchat
- Process B2C return refunds using Magento
- Respond to customers on social media
- Reply to Feefo reviews
- Meet service-level agreements and customer expectations
- Work with Ecommerce, Operations and Marketing teams
- Manage claims with delivery companies and third-party logistics providers
- Help meet business objectives by delivering an excellent customer experience
- Report to the Ecommerce Retail Customer Experience Manager
- Work mainly remotely, attending the Banbury head office once or twice each month
Requirements
- Previous experience in a customer service environment
- Experience with Gorgias and Magento is desirable
- Able to work in a fast-paced environment
- Strong organisational skills
- Excellent written and verbal communication skills
- Able to prioritise competing tasks
- Positive approach to change
- Able to work independently and as part of a team
- Excellent telephone manner and communication skills
- Strong problem-solving ability
- Able to work eight-hour shifts, five days per week
- Able to work any five days in seven, including up to two weekend days per month with one week's notice
Benefits
- 33 days of holiday, including bank holidays, increasing to 35 days with length of service
- Generous staff discount across both brands
- Opportunities to contribute, learn and develop
- Innovative and friendly workplace